Being a skilled barista means not only mastering the art of brewing coffee, but also understanding the dos and don'ts of customer service. Customer service can make or break a coffee shop, and it’s important to know how to handle different situations with grace and professionalism.

Here, we'll explore the essential dos and don'ts of customer service in the world of baristas and provide actionable tips on improving your service skills to create a memorable coffee experience for the customers.

Whether you are just starting in the industry or a seasoned barista, this guide will help elevate your customer service game and take your coffee shop to the next level.

How Important is Customer Service?

In the world of baristas, customer service is an essential part of the job.

Baristas are the face of the coffee shop and the first point of contact for customers, which makes providing excellent customer service a huge part of the success of the coffee shop. A positive customer service experience can create loyal customers who will keep coming back for more. At the same time, a negative one can drive customers away and tarnish the reputation of the coffee shop.

Baristas who prioritise customer service can create a warm and inviting atmosphere in their coffee shop, making customers feel valued and appreciated. A friendly and knowledgeable barista can make a customer's day and even turn a bad day into a good one. Excellent customer service can also lead to positive reviews, word-of-mouth recommendations, and increased revenue for the café.

Investing in customer service skills is crucial for baristas looking to succeed in the industry. By creating a welcoming environment and providing exceptional service, baristas can ensure that their customers leave happy and satisfied, leading to long-term success for the coffee shop.

5 Dos and Donts of Barista Customer Service

Here are 5 dos and 5 don'ts of customer service in the barista industry:


Be friendly

Greet customers with a warm smile and friendly attitude. Being friendly is a crucial aspect of providing excellent customer service as a barista.

A friendly demeanour can create a positive and welcoming atmosphere in the coffee shop, making customers feel valued and appreciated. This, in turn, can enhance the overall customer experience and build loyalty and trust between the barista and the customer.

Listen to customer needs and preferences

Every customer is different, which makes listening an important part of providing excellent customer service. Take the time to understand their needs and preferences, and make recommendations based on their tastes.

By asking questions and actively listening, you can tailor their coffee order to their liking and make them feel heard and appreciated.

Provide prompt service

Time is often of the essence for customers in a rush, so providing prompt service is crucial. Make sure to serve customers in a timely manner, and communicate any delays or wait times to manage their expectations. Barista schools like Barista Course Brisbane provide comprehensive training that focuses on delivering efficient and timely service.

Be knowledgeable about products

As a barista, it's important to have a good understanding of the products you are serving. This can help you answer any questions customers may have about the coffee, tea, or other drinks. Being knowledgeable can also help you make recommendations to customers who are still deciding what to order.

Say thanks

Thank customers for their business. A simple "thank you" can go a long way in showing customers that you appreciate their business. Make sure to thank customers before they leave and encourage them to come back soon.


Ignore customers or their needs

Ignoring customers or their needs can create a negative customer service experience. Make sure to give each customer your full attention and address any concerns they may have.

Be rude or dismissive

Being rude or dismissive can lead to a negative customer experience, making customers feel unwelcome and undervalued. This can create a hostile and unpleasant atmosphere in the coffee shop, discouraging customers from returning and potentially leading to negative online reviews or word-of-mouth recommendations.

It's essential for baristas to prioritise professionalism and respect to ensure a positive and welcoming environment for all customers.

Rush customers or make them feel hurried

While prompt service is important, it's equally important to make customers feel comfortable and relaxed during their visit. Rushing customers or making them feel hurried can create a negative experience and discourage them from returning.

Make assumptions about customers

Making assumptions about customers can be detrimental to the customer service experience in the barista industry. As a barista, it’s important to recognise that every customer is unique, with their own set of preferences, tastes, and needs. Assuming that you know what a customer wants or likes can lead to mistakes, miscommunications, and misunderstandings, ultimately creating a negative experience for the customer.

Instead, by asking questions and actively listening to the customer, you can better understand their needs and provide a tailored coffee experience that meets their expectations.

Forget to follow up with customers

Following up with customers after their visit can show that you value their business and are committed to providing excellent customer service. This can include sending a thank-you email or asking for feedback on their experience.


Customer service is a crucial aspect of the barista industry. Knowing the dos and don'ts is essential for aspiring baristas and can be learned through high-quality barista courses, such as those offered by Barista Course Adelaide

By prioritising customer service and enrolling in a high-quality barista course, baristas can develop the skills and knowledge needed to provide excellent customer service, build trust and loyalty, and succeed in this exciting and dynamic industry.